adventist health system uses upk to overcome development challenges oracle open world 2014
TRANSCRIPT
ADVENTIST HEALTH SYSTEM USES UPK TO OVERCOME DEVELOPMENT CHALLENGES
Oracle Open World 2014
Clayton Alves
• Leads the ERP training effort for Adventist Health System
• 17 years of experience implementing ERP systems
• Instructional design and development guidance• Training delivery• UPK administration• Trainer development
Joel Thilburg
• 20+ years of functional expertise
implementing Oracle applications
• Change management and organizational
readiness
• Business process and workflow mapping
• Test coordination and execution
• Instructional design and development
• End user adoption and production support
• Oracle UPK certified implementation
expert
• 10+ years leveraging UPK through the
project lifecycle
About Your Presenters
Agenda
• Company and project information• Challenges faced by the project team• Training plan• Executing the plan
Adventist Health System
Adventist Health System is a faith-based health care organization headquartered in Altamonte Springs, Florida.
• Each facility operates independently in delivering care and services to best meet the needs of the local communities they serve.
• While each entity is unique, all remain united in one mission of Extending the Healing Ministry of Christ.
1973Adventist Health System was established
70,000Employees and physicians
4.5 million+Patients served annually
22 Home health and hospice agencies
16 Skilled nursing facilities
45 Hospital campuses operated in 10 states
500+Physician Offices
7.4 billion+Total Operating Revenue
7.1 billion+Expenses
8,300Licensed Beds
Project Information
Adventist Health System’s Enterprise Resource Planning initiative:
• Deploying PeopleSoft 9.2 Finance and Supply Chain Management and Human Capital Management
• Establishing shared services functions within the corporate Finance, Supply Chain and HR departments
Overview
Adventist Health System has utilized the Oracle User Productivity Kit (UPK) to develop internal training for the iSynergy project. UPK has many benefits, such as:
• Reduced development time
• Testing mode
• Flexible training options
• Multiple forms of output
• Online assessments
What is User Productivity Kit?
• Single-Source Content Development Platform‒ Develop, customize, and publish online learning, documentation, and
support content for all enterprise applications‒ Easy to use and deploy‒ Create and deploy multiple assets through a single authoring session‒ Standardize document output‒ Supports geographically dispersed organizations‒ Applies across Oracle and non-Oracle Applications‒ Provides value throughout the entire lifecycle
CHALLENGES FACED BY THE PROJECT TEAM
Multiple Teams in Shared Environments
Finance, Supply Chain and Human Resources teams operated independently while developing and testing in shared environments
FSCM HCM
Supply Chain Finance Human Resources
• Functional Team
• Training Team
• Functional Team
• Training Team
• Functional Team
• Training Team
Impacted by Development Delays
9.1 to 9.2
Delivery of OATS
Delivery of Training
Environment
Other Training Challenges
• Multiple content releases are required for each facility learning management system
• Custom content was required for the help menu• Timing of user interfaces, forms, and reports
development and design• UPK learning curve for training developers• Diverse audience that required various delivery
methods
TRAINING PLAN
Utilize UPK as an Accelerator
Testing• Create test scripts• Integrate with OATS
Training
• Instructor led and computer based delivery
• Training documentation
In-App Support
• Help content• UPK library
UPK
Utilize UPK through the Training Lifecycle
Oracle Pre-Built Content• PeopleSoft HCM and FSCM
PeopleSoft Application Testing• UPK and OATS
PeopleSoft Application Training• LMS deployment for online
training• ILT training• On-demand training library• On-demand training
documentation
In-Application Support• PeopleSoft context sensitive help
integration• PeopleSoft related content• In-application support tracking and
reporting
Establish Training Development Approach
Lesson Outlines
• Determine lessons, objectives, and topics
Storyboards
• Identify content, methods, and timing
First Draft
• Create initial UPK concept pages and recordings
Second Draft
• Update content based on initial reviews
Final Draft
• Update content based on final reviews and publish to the production library
Establish Common Development Standards
• Worked with corporate communications to develop standards and templates
• Word templates– User guides– Instructor guides
• PowerPoint templates– Quick reference guides– Job aids
• UPK templates
Utilize Experts
• Contracted Joel Thilburg to provide Jump Start training for UPK and OATS
• Retained Joel to serve as the UPK administrator• Contracted five training developers with UPK experience
The JOLT Advantage
• A specialized consultancy focused on UPK project lifecycle support services and end user adoption
• Applications implementation, upgrade, support and training success: Oracle UPK Certified Implementation Specialists Oracle Certified Trainers Change Management, Instructional Design and End User Adoption Experts Over 15 years of successful implementation and upgrade projects for Oracle applications and User
Productivity Kit Oracle Gold Partner
Energized Training and End User Adoption… It’s what we do!
Visit our UPK demo grounds at Booth #3638 in Mascone West.
EXECUTING THE PLAN
UPK Strategy: The Key To Success
Evaluate How can UPK be leveraged across the project lifecycle
Plan UPK Strategy for all Project Phases
Train UPK Developer and OATS Training
Install and Administer
UPK Installation, Administration, Standards and Branding
Develop and Deploy
Build, Record, Edit, Publish and Deploy
UPK Project CenterpieceOracle Pre-built Content Development Starting Point – Reduce Test Script Creation Time
Test Scripts Testing Integration with OATS – Unit, String, Integrated, UAT
System Business Process Procedures Add Business Process - Conceptual Information
Training ContentTraining Template - Business Process Procedures – Re-Record Process
DeploymentLMS, Player for ILT, Training Guides, In-Application Support, PS Related Content
UPK Training & Mentoring
UPKDeveloperJumpstartTraining
UPKand
OATS Training
UPK Installation
and Technical Support
UPK Development
Mentoring
UPK Development Standards &
Training
UPK Testing
Integration
UPK Administration
Training
UPK Installation• Installed and Configured UPK 11.1 Standard in a Multi-User
Environment with Windows Authentication• Installed Knowledge Center for In-Application Support tracking
using anonymous user
UPK Design and Standards• UPK Demo
– Created Demo course to demonstrate the deployment options of the UPK Player
• Created UPK Developer Standards– Created Developer Standards
Guide and Trained Developers on Best Practices
UPK Library Configuration• Create folders and permissions• Add authors and set permissions• Create workflow states• Import delivered content• Set default options and export file for authors to import• Build testing outline from testing matrix• Build training outline from course outlines• Created custom publishing category• Customized documentation templates to align with Adventist Health
System brand standards
UPK Appearance• Created custom publishing category• Customized documentation templates to reflect the corporate brand
standards
UPK Testing Strategy
• Single Line Test Scripts in OATS– Manage Detailed Test Scripts in UPK Only – Single Source and Truth– Publish Try It!, Print It!, and Test It! Mode
• Test It! Mode for Test Execution– More Intuitive Test Execution Interface– Can Record Pass/Fail/Comments
• Test Summary Attachment– Test It! Produces a Test Summary Document– Easily Attach Screen Shots as Proof of Test– Update OATS Pass/Fail and Issues
UPK Testing StrategyImport Tests with Link
Publish Test It!
UPK TestingCreate Content in
DeveloperPublished UPK Testing Library
Test It! Player
Test Summary
Oracle Application Testing Suite
Execute Test
Test Manager
Test Matrix
Curriculum Build• Build continued during environment delay
– Incorporated test scripts into UPK course outlines– Recorded topics using other environments– Built concept pages capturing key business process information
• Incorporated the business process information– Explanations– Images and attachments– Business flows
• Allowed for peer reviews to proceed• Used the re-record process to rapidly update content to align with
brand standards
UPK Training Deployment• Training courses deployed through LMS• Training outlines published to knowledge center for on-demand self-
paced learning• Utilized training outline for in-application support with PeopleSoft
help
UPK Deployment Solution• Utilized UPK for on-line and instructor-led training
– Used the See It! and Try It!– Live exercises– Selectively used Know It? mode
• In-application support– Context sensitive help– Do It! and Print It!
Key Benefits• Time to delivery
– Time saved by leveraging pre-built UPK content – Resources new to UPK were able to record and validate accurate
transactional test scripts – Training development was reduced by utilizing recorded test scripts
• Maintenance– Test Scripts, business process and training managed in Knowledge Library
• Content Accuracy– Transaction accuracy validated during the testing phase are brought forward
for training
Success with UPK• Success begins with planning
– A strong foundation is paramount– Develop a strategy through deployment and beyond
• Treat UPK as an implementation accelerator– Robust training lifecycle tool – reap the benefits!
• Get expert help early in the project– Benefit from their experience– Avoid high cost of delays
Questions?